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Vet3 > Office Procedures > Flashcards

Office Procedures Flashcards

1
Q

students

A

observers or hold paid positions

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2
Q

groomers

A

can be first to recognize abnormalities

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3
Q

kennel assistants

A

keep practice clean and alert changes in patients

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4
Q

vet assistant

A

helps vets and/ or techs

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5
Q

Techs

A

work under supervision of vet

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6
Q

receptionists

A

the “face” of the practice, administrative duties

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7
Q

office managers

A

overseeing the front staff

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8
Q

vet

A

the dr

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9
Q

practice manager

A

keeps entire team working together and often reports to a hospital administrater

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10
Q

hospital administrater

A

may be a vet, tech or business manager. Has complete authority.

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11
Q

team env’t and personal qualifications

A

genuine care for animals, enjoy working with people, ability to remain calm in crisis, handle emotional stress of situations with animals, walking, standing, bending, reaching,climbing, carry 50lbs, arm and hand steadiness, presents self well.

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12
Q

companion practice

A

mostly treats family pets like dogs and cats, aka small animal practices

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13
Q

mobile pet practice

A

travels directly to clients home, usually travels with a vet a tech or assistant

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14
Q

referral practice

A

specialty practice consists of groups of veterinarians of different specialties, referred by current vet

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15
Q

lrg animal practice

A

working excursively with ie horses, sheep and cows. work at farms, racetracks and stables, may have clinical site

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16
Q

mixed practice

A

treats companion and lrg animals

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17
Q

3 main factors that affect design and efficiency

A

size, type of practice and services offered

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18
Q

most practices divided into 3 parts

A

front- reception, exam rooms, middle-lab, pharmacy, treatment areas, back- kennel wards and storage areas

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19
Q

ethics

A

system of moral principals that determine appropriate behaviour and actions withing a specific group

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20
Q

ethics working with animals

A

treat with kindness, respect and compassion

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21
Q

ethics of veterinary profession

A

professional judgment is given to all vets, obligated to serve the public

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22
Q

bodies of law

A

legal issues that affect professional or business decisions confront veterinary staff (federal, provincial, local or common law)

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23
Q

practice acts

A

illegal w/o a licence, state qualifications for licence, conditions on where licence can be revoked, establishing penalties for violating the act

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24
Q

common law malpractice

A

when a veterinary agrees to treat a clients animal, common law imposes on that veterinarian a legal duty. negligence is when they dont live up to that duty

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25
Q

3 elements to prove negligence

A

agreed to see the patient, failed to exercise the necessary legal obligation of skill and diligence, negligence caused injury to the patient

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26
Q

health and safety compliance

A

every employer with one or more employees must operate in compliance with the Occupational Health and Safety act

27
Q

OHSA

A

designed to provide a safe workplace for all persons working in any business affecting commerce (vet must also supervise for proper restraint of any animal)

28
Q

first impressions

A

warm and welcoming, greeting and acknowledging, care and concern must be shown

29
Q

answering phone

A

answer by 3rd ring, speaking slowly and clearly, with a smile and positive tone, ask before putting on hold

30
Q

greeting clients

A

always acknowledge when entering the practice

31
Q

client and patient info form

A

contact info of client and financial responsibility when services are rendered

32
Q

patient history form

A

name of client and pet, pet age, breed and gender, spay neuter info, past vaccinations and medical history

33
Q

informed consent form

A

all info regarding procedure has been provided and client has opportunity to ask questions

34
Q

medical record

A

patient history form, client and pet info, history of procedures and medications for pets

35
Q

euthanasia form

A

must be signed by client

36
Q

rabies certificate

A

pet and client info, vaccine info, manufacturer of vaccine, lot number, expiry date, tag number, date of vaccination, signature of vet who administered vaccine

37
Q

avoiding difficult situations

A

every client receives and estimate for procedures and sign a copy for the record. invoices should be detailed. extending credit should not be allowed.

38
Q

when first entering the office

A

visit first begins when entering, place in exam room, update medical history - weight, vital signs, and labs if necessary

39
Q

client education

A

vaccine schedule, vaccine reactions, intestinal parasites, nutrition, dental disease prevention, heartworm prevention, flea and tick disease prevention, spay/ neuter, obesity prevention and management, aging process

40
Q

admissions

A

treatment with consent and informed of risks, prognosis and alternative treatments. Provide and estimate for the client.

41
Q

discharge

A

with written instructions, including restrictions for food, activity or therapy

42
Q

premium

A

amount owner pays monthly or annually

43
Q

deductible

A

amount owner pays before insurance will offer compensation

44
Q

co-pay

A

percentage owner is responsible for after the deductible has been met

45
Q

medical records

A

client contact info, patient name and info, and the date services were rendered. clients have the right to see it.

46
Q

POMR

A

problem orientated medical record

47
Q

SOAP

A

subjective, objective, assessment, plan

48
Q

S- subjective

A

reason for visit, history taking and observations made by client

49
Q

O- objective

A

gathered directly from the patient -factual information

50
Q

A- assessment

A

any conclusions reached from the subjective and objective section and includes a definitive diagnosis

51
Q

P- plan

A

based upon the assessment and includes treatment, surgery, medication, intended diagnostics or intended communication

52
Q

inventory costs

A

should be maintained at approx 12% and 15% of the overall income of the practice

53
Q

shrinkage

A

loss of product without explaination

54
Q

expiration

A

unopened and unused products with expiration dates

55
Q

missed charges

A

easily tracked with correct training and monitoring

56
Q

shelf life products

A

clinics should not exceed 3 mos

57
Q

client relations

A

2-5 min clients draw conclusions of practice.

58
Q

communication

A

greeting, verbal and written forms, info for clients, vaccine schedules, nutrition info, yearly exams, surgical instructions, boarding clients

59
Q

angry clients on phone

A

listen to client, review the facts, refer the call to the manager

60
Q

angry clients in practice

A

take to exam room for privacy, listen to client, try to offer a solution, apologize and admit fault if it is part of the practice.

61
Q

body language

A

60% of communication

62
Q

grieving and loss

A

to prevent suffering and support the highest quality of life possible during the approach of a pets life

63
Q

stages of grief

A

denial, anger, guilt, sorrow, loneliness, replacement,

Vet3 (5 decks)

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